How has the organization of business travel changed over the last two decades?

Over the past 20 years, corporate travel management has undergone significant changes. From manual ticket and hotel bookings to integrated tools that allow you to plan an entire trip in just a few clicks. Today, we'll explore these changes with Agnieszka Utta, who simplifies corporate travel every day at WorkTrips.

 

Paulina: Agnieszka, let's go back 20 years. Please tell us what a typical business trip organization looked like in a medium-sized company back then.

Agnieszka: I started working in the industry in 1999, and back then, the organization of business trips looked completely different. Firstly, over two decades ago, travel documents were prepared in paper form. Printed documents also had to be delivered to clients.

All reservations were made by phone and fax. Email was just beginning to be used. This added time and complexity to the process, especially for companies with complex travel policies. However, somehow we had to manage. I still remember traveling by train to an important client in Bemowo because our courier was stuck in a traffic jam somewhere in the city center.

Nowadays, the foundation of corporate travel organizations is an online tool. It only takes a few minutes to search and book, and the travel document is sent via email. Fortunately, records are now available electronically. Thanks to such a tool, all travel arrangements are in one place, payment is made based on the company invoice, and the organization's travel policies are automatically implemented. This significantly streamlines the entire process and allows for control over travel expenses.

 

Paulina: When did the shift from manual travel planning processes to digitalization begin? Were companies and employees eager to adopt these new online tools? What did it look like in practice?

Agnieszka: The first changes began to take place in the broadly understood travel industry around 2005. For personal travel, people increasingly began to purchase tickets online. However, when it came to organizing business trips, companies preferred traditional methods of service (ordering by email and phone). It's safe to say that the adoption of online travel management tools was slow and not always smooth.

The real breakthrough came after the pandemic. It was the moment when it became clear that almost everything could be moved online, a game-changer for our industry as well. This still doesn't mean that all customers want to book travel online, but each year more and more companies are choosing to organize their travel arrangements electronically. This truly offers numerous benefits.

 

Paulina: You mentioned that the pandemic was the main driver of change. Were there any other arguments convincing companies to move away from manual processes, besides saving time and money?

Agnieszka: I think that modern companies, in addition to saving time and money, strive to streamline and improve business travel processes, and the woktrips.com tool is perfect for this. The system allows for precise definition and automatic verification of key parameters, such as compliance with budget limits or travel in the correct class. The travel approval process is also worth mentioning, where higher travel costs are reviewed by the decision-maker. Furthermore, the worktrips.com platform simplifies subsequent travel settlement by assigning the appropriate data to be included on invoices. It also allows for the generation of detailed reports, ensuring full transparency of expenses and control over orders. All of this is essential for maintaining full control of the ordering process.

 

Paulina: What did the issue of travel policy in companies look like two decades ago?

Agnieszka: Travel policies used to be implemented manually. Now, with the worktrips.com tool, the travel approval process can be automated or submitted for approval by the travel administrator. Previously, a staff member had to send an email asking the approver if they could issue a given travel document for a specific amount. This was time-consuming. It took a long time for someone to write an email, reply, and then issue and deliver the document. Now, it's a snap. And after all, we're all pressed for time.

 

Paulina: What does business trip planning look like from the perspective of travelers themselves? What benefits do e-tools bring to them? 

Agnieszka: Firstly, they can check their booking details at any time. Secondly, the worktrips.com tool gives them great flexibility. If traveling employees need to change their plans. If they want to extend their stay, they can do it themselves, even at the airport or hotel. Our system works great on the phone, which is a great convenience for travelers. Of course, we also have a 24/7 hotline where you can always call for support. Furthermore, business travelers don't have to use their funds, as everything is billed to the company.

 

Paulina: Is there any element of business travel management that, despite all this revolution, has not changed over the last 20 years?

Agnieszka: The agent's role as a business travel advisor has certainly not changed. The worktrips.com tool provides a lot of control, but it's often the agent who suggests what else the company can do to save costs and improve operations. In this regard, the agent is still a good advisor. Relationships between people have also remained unchanged. These relationships often last for years and are invaluable.

 

Paulina: Agnieszka, you mentioned that relationships are an element that hasn't changed over the years. Can you back this up with a specific example? Do you have clients who return to you years later precisely because of the strength of these relationships? 

Agnieszka: Absolutely. In an industry like business travel, relationships built on trust are fundamental. Thanks to them, even if our paths with a client diverge for a while, they often reconnect. A good example is a client from the real estate industry. Our collaboration ended many years ago because the company I worked for at the time went out of business. Despite this, I remained in constant contact with the client and never refused to meet with them. He recently re-entrusted me with the entire business travel organization for his company. Such stories bring immense satisfaction and demonstrate that good relationships and mutual trust are and always will be paramount in our work.

 

Paulina: Agnieszka, during our conversation, we've moved from the past to the present. Now let's look to the future. What do you think will be the biggest changes in business travel management over the next 5-10 years?

Agnieszka: I think the offline component, which still exists, will begin to shrink. This will be a natural progression, with online participation not reaching 30 or 50%, but even 90%. We certainly won't stop this process. However, I assume the role of sales representatives will remain unchanged. Such a person is needed to oversee the entire collaboration. Certainly, other solutions based on artificial intelligence will soon appear that will shorten the process of booking business trips.

 

Paulina: Finally, would you like to add something from yourself, to summarize what value we provide as a company?

Agnieszka: I started working at WorkTrips because of its great and intuitive tool. Our platform worktrips.com gives the opportunity to streamline, improve, and systematize processes related to business trips. I believe that efficient business travel organization these days is impossible without a modern online tool. It's an absolute standard, without which it's difficult to function effectively. The key question isn't "if," but "how" to implement it effectively so that it serves the company well. Some companies start with a version for designated individuals who handle business travel arrangements for other employees. Others immediately opt for a full implementation, which includes setting travel policies and granting access to every traveler. Even if a company initially opts for limited access, once we demonstrate the full capabilities and benefits of centralized business travel management, they almost always opt for a full implementation for the entire organization.

 

Paulina: Agnieszka, thank you so much for participating in our interview. The conversation was incredibly inspiring and prompted deep reflection. Your perspective, based on over 20 years of experience, fascinatingly illustrates the enormous progress business travel has made. I wish you every success and all the best.

Agnieszka: I would also like to thank you very much for the invitation.